Samuel Silva

• As a bilingual content moderator, my job was to filter and police the content posted by users on the social media platforms of our client, a world-renowned technology company (whose name needs to be kept secret due to a non-disclosure agreement).
• On a daily basis I would deal with hundreds of images, videos and comments containing explicit and sensitive content such as violent and graphic content, rape, sexual assault, death, nudity, explicit sexual activity involving people of age and minors, child abuse, dismemberment, illegal drugs, organ trafficking, suicide attempts, necrophilia, etc.
• The source material for learning about the policies, work tools, and software was all in English, but the content inspected could be either in English or Portuguese.
• This job contributes to a safer cyberspace, as well as helping to prevent potential cases of child abuse, rape, or terrorist attacks, because depending on the severity of a case and the presence of certain credibility criteria points, we could escalate the content to the authorities in order to prevent a tragedy.

I used to work as an outsourced bilingual receptionist for a multinational company called Ardagh Metal Packaging in their office located in Vila Olímpia, São Paulo. The company works in the business of developing and filling metal cans, and they provide service to world-renowned clients such as Coca-Cola, Heineken, and Monster.

My daily tasks were:

• Welcoming local and foreign employees from other units of the company located in other regions of Brazil, as well as employees from other countries such as Germany or the United States.
• Welcoming executives, clients, commercial partners, and service providers for meetings, events, and lectures in the office.
• Registering new employees, visitors, and guests.
• Booked conference rooms and meeting spaces, coordinating supplies and catering for company events.
• Administering the vehicle fleet.
• Providing information and helping with general requests from employees.
• Answering incoming national and international calls, and directing enquiries to the appropriate departments.
• Keeping office inventory levels optimised with timely restocks and accurate purchase order management.
• Handling mail and deliveries, ensuring proper distribution to staff.
• Assisting with administrative tasks, supporting office operations, and enhancing efficiency.
• Using Microsoft Office to track information, update records, and write correspondence.

I used to work as a bilingual customer service representative for two European airlines named Air France (France) and KLM (Netherlands) in their loyalty programme, Flying Blue. The great majority of the service provided was in English, and service in Portuguese was a rare occurrence that only happened a few times a week. The region we provided service to was North America, specifically Canada and the United States, and most clients were either locals from these two countries or Europeans.

My occupation consisted mostly of:

• Issuing, reissuing, and revalidating flying tickets.
• Creating, cancelling, and modifying reservations.
• Adding various services to reservations (baby seats, special meals, premium seats, etc.).
• Warning passengers about changes to their reservations, such as itinerary changes or boarding time changes.
• Issuing payment with the passenger's miles balance and their credit card.
• Handling high-volume telephone calls to address and resolve customer queries.
• Processing refunds, exchanges, and service requests for customers.
• Following scripts and processes to uphold brand standards.
• Providing general information.